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Question

First-time resolution rate

  • May 22, 2026
  • 1 reply
  • 17 views
T
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Is there a way how I can get information about the first-time resolution rate by creating a filter etc. without creating a new report?

The goal is to get an overview about how many tickets could be solved by the first Person who started working on the ticket and was able to change it to status “completed” without forwarding it to another person. So what I want to see the rate of : a ticket is received - Supporter 1 is starting working on it and Supporter 1 can solve the ticket and changes it to completed.

1 reply

Joost Oostindie
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Hi Tanja,

Maybe a selection like this could work where you filter on the audit trail of the call, to see if the operator field was amended:

If the person that starts working on the call is already the operator above selection would work.
If the first person always assigns the call to his/herself then you could change the rule to ‘that have at most 1 audit trail entries for calls...’, because there is always one.

In case your not familiar with this option in selections, some extra fields can be found by clicking the following option:

 

When scrolling down you can find more options, like the audit trail entries:

This way you can sometimes build some more complex selections and play around a bit with the results you get back.

Hope this helps! 

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